Oredi Refund Policy

**Last updated:** 13 October 2026 At Oredi, we want every order to bring joy and peace of mind to you and your loved ones. We understand that sometimes an item may be unavailable, a replacement may not be suitable, or an order may not go as planned. This Refund Policy explains when you may qualify for a refund and how Oredi Points are issued. ved ones in Uganda.

1. Our Refund Promise. Oredi purchases products after an order has been placed and payment has been confirmed. Because products are sourced from markets and shops in Uganda, availability may change between the time you place your order and the time our shopper purchases your items. When a refund is approved, **the refunded value is credited to you as Oredi Points on the platform. We do not return refunds as cash to your bank account, payment card, PayPal account, or mobile money wallet.** Our aim is to ensure that the value of an eligible refund remains available for you to use towards future purchases on Oredi.
2. When You May Qualify for a Refund. You may qualify for a refund in the following circumstances: ### 2.1 An item is unavailable If an item you ordered cannot be found, your chosen out-of-stock preference will determine what happens next. - **Leave it out and refund that item:** The value of the unavailable item will be credited as Oredi Points. - **Ask me before replacing anything:** We will seek your approval for a proposed replacement. If no response is received by the time the order is being packed, the unavailable item will be left out and its value credited as Oredi Points. - **Replace it with something similar:** Our shopper may purchase a suitable alternative. If the replacement costs less than the original item, the difference will be credited as Oredi Points. ### 2.2 A replacement costs less If an item is replaced with a cheaper alternative, the difference between the original item price and the replacement price will be credited to your Oredi account as points. Oredi will not charge you extra for a replacement that costs more than the original item. ### 2.3 An order is cancelled If an order is cancelled and a refund is approved, the eligible refundable amount will be credited as Oredi Points. Any applicable deductions, including delivery charges or costs incurred before cancellation, will be assessed in accordance with Oredi's applicable cancellation terms. Please contact our support team to request cancellation. Orders cannot currently be cancelled directly by customers through the website. ### 2.4 Products are missing, damaged or incorrect If your delivery contains missing, damaged or incorrect items, please contact our support team as soon as possible. We will review the matter and may request photographs, order details or other reasonable evidence to help us investigate. Where a refund is approved, the eligible amount will be credited as Oredi Points.
3. How Oredi Points Work. Oredi Points represent the value credited to your account following an approved refund. - **Platform credit:** Approved refunds are issued as Oredi Points, not cash. - **Future purchases:** You may use your available points towards eligible purchases on Oredi, subject to the platform's checkout rules. - **Account balance:** Your points balance will reflect the credits issued and points used. - **Refund value:** The points credited will correspond to the approved refundable value, using Oredi's applicable points conversion rules. - **No cash withdrawal:** Oredi Points cannot be withdrawn as cash or redeemed through a bank account, card, PayPal or mobile money wallet. Points are intended to make it easier for you to continue shopping for your family through Oredi.
4. How to Request a Refund. If you believe that an order qualifies for a refund, please follow these steps: 1. Sign in to your Oredi account. 2. Open your order details and identify the issue. 3. Contact Oredi through the website's customer messaging service. 4. Explain the problem and provide any supporting photographs or information requested by our team. 5. Our team will review your request and communicate the outcome. Please include your order number and clearly identify the affected items to help us resolve your request efficiently.
5. Refund Review and Processing. Each refund request is reviewed by Oredi's team to establish the circumstances and the appropriate refundable amount. Where a refund is approved, the relevant value will be credited to your Oredi account as points. Our team will record the adjustment against the relevant order. Refunds are not issued automatically simply because an order is cancelled or an item is unavailable. The applicable order circumstances and records must be reviewed, and the refund must be approved and processed.
6. Delivery Charges. Delivery charges are assessed separately from product prices. Where only one or more items are unavailable, the refund will ordinarily relate to the affected items or the relevant price difference. Where an entire order is cancelled or a delivery problem affects the whole order, any refund of delivery charges will be assessed according to the circumstances and the applicable cancellation or delivery terms.
7. Using Your Oredi Points. Your Oredi Points can help you pay for future purchases on the platform. The amount available to use will depend on your account balance and the checkout rules in effect. Please check your account before placing an order to confirm your available points. Oredi Points are not a cash balance, bank deposit or mobile money balance. They cannot be transferred or exchanged for cash.
8. Contact Us. If you have a question about a refund, a points credit or an order, please contact Oredi through the customer messaging service on our website. Please provide your order number and a brief description of your concern so that our team can assist you.
9. Policy Updates. Oredi may update this Refund Policy when its services, procedures or applicable requirements change. The latest version published on the Oredi website will apply, subject to applicable law. Our commitment: We will review refund concerns fairly and communicate approved refunds clearly, so you can continue using Oredi with confidence when shopping for your loved ones in Uganda.